Topic: customer retention


5 simple ways to conquer “closed loop” feedback

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. Simply collecting feedback, though, won’t make you successful. You have to take action. But that’s not where the work ends, either. If your […]

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How to create better experiences in the hospitality industry

There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of travel and tourism to the global economy was $8.27 trillion USD. If this many people are spending money on travel and tourism, hospitality professionals […]

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How Dun & Bradstreet gets sales teams to buy-in on customer experience

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. Not to mention gut feelings, especially when it comes to assessing new leads or choosing which accounts to focus their attention. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema […]

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How to Build a Prediction-Based Customer Churn Program

Unlike most market research practices, using predictive analytics to address customer churn is a highly iterative process. Specifically, there are two iterative phases: building and refining your data set and model; and testing and learning into your response program. But before digging deeper into these processes, let’s first look at why anyone would even want […]

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